Avaya 96x1 Series Using Instructions

Brand: Avaya

Model: 96x1 Series

Type: Using Instructions

Using Avaya 96X1 SIP Agent Deskphones

with Avaya Aura

Call Center Elite

Release 8.1

Issue 1

June 2019

2019, Avaya Inc.

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Contents

Chapter 1: Introduction............................................................................................................ 6

Purpose.................................................................................................................................. 6

Chapter 2: Implementation checklist...................................................................................... 7

Chapter 3: Administering Communication Manager........................................................... 10

Communication Manager templates........................................................................................ 11

Administration tips................................................................................................................. 11

Configuring IP node names and addresses............................................................................. 14

Administering the IP Network Region screen........................................................................... 14

Administering the Feature-Related System-Parameters screen................................................. 15

Administering Call Center Elite features.................................................................................. 15

Administering the Signaling Group screen............................................................................... 15

Administering the Trunk Group screen.................................................................................... 16

Administering call routing....................................................................................................... 17

Administering the Numbering-Private Format screen................................................................ 18

Administering the Station screen............................................................................................ 18

Administering the Off-PBX-Telephone Station-Mapping screen................................................. 19

Synchronizing Communication Manager and System Manager data.......................................... 19

Adding users and stations...................................................................................................... 19

Chapter 4: Avaya 96X1 SIP agent deskphones.................................................................... 21

Differences between 96X1 SIP and 96X1 H.323 deskphones.................................................... 21

96X1 SIP agent deskphone feature support............................................................................. 22

Agent login, logout, and work mode changes........................................................................... 23

Communication Manager invoked changes............................................................................. 24

Personal Profile Manager....................................................................................................... 25

Scalability of 96X1 SIP agent deskphones............................................................................... 25

Chapter 5: Troubleshooting................................................................................................... 27

96X1 SIP agent deskphone troubleshooting............................................................................ 27

Communication Manager troubleshooting................................................................................ 27

Communication Manager denial events............................................................................. 27

Session Manager troubleshooting........................................................................................... 29

Troubleshooting scenarios..................................................................................................... 29

Chapter 6: Resources............................................................................................................. 31

Documentation...................................................................................................................... 31

Finding documents on the Avaya Support website............................................................. 32

Training................................................................................................................................ 33

Viewing Avaya Mentor videos................................................................................................. 33

Support................................................................................................................................ 34

Glossary................................................................................................................................... 35

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Chapter 1: Introduction

Purpose

This document describes how to use and set up Avaya Aura

Call Center Elite to work with 96X1

SIP agent deskphones.

This document is intended for people who want to learn how to use Avaya Aura

Call Center Elite

with 96X1 SIP agent deskphones, including implementation engineers and system administrators.

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Chapter 2: Implementation checklist

Use the following checklist to ensure that you have set up all components for use with the 96X1 SIP

agent deskphones.

# Task Description

1 Install System Manager For information about installing System

Manager, see Deploying Avaya Aura

System Manager on System Platform.

2 Install Session Manager For information about installing Session

Manager, see Deploying Avaya Aura

Session Manager.

3 Create an enrollment password for

trust management

For information about enrolling passwords,

see Deploying Avaya Aura

Session

Manager.

4 Administer Session Manager For information about administering

Session Manager, see Deploying Avaya

Aura

Session Manager.

5 Install Communication Manager For information about installing

Communication Manager, see Avaya Aura

Communication Manager Special

Application Features.

6 Install the Communication Manager

templates

For Communication Manager at the core,

download CM_Duplex.ovf file from Product

Licensing and Delivery System (PLDS).

For remote Communication Manager,

download the CM_SurvRemote.ovf file.

For information about installing the

Communication Manager templates, see

Avaya Aura

Communication Manager

Special Application Features.

7 Use the Communication Manager

System Management Interface

(SMI) to complete the configuration

tasks

For information about configuring

Communication Manager, see Avaya Aura

Communication Manager Special

Application Features.

Table continues…

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# Task Description

8 Configure Communication Manager

as an Evolution Server

For information about configuring

Communication Manager as an Evolution

Server, see Administering Avaya Aura

Communication Manager.

9 Administer Communication

Manager

For information about the SAT

administration commands, see

Administering Avaya Aura

Communication

Manager Server Options.

10 Synchronize Communication

Manager data

For information about synchronizing the

Communication Manager data with the

System Manager database, see

Administering Avaya Aura

Communication

Manager Server Options.

11 Add users and stations For information about adding users, see

Administering Avaya Aura

Communication

Manager Server Options.

12 Install the 96X1 SIP agent

deskphones

For information about installing SIP

phones, see Installing and Maintaining

Avaya 9601/9608/9608G/9611G/9621G/

9641G/9641GS IP Deskphones SIP.

13 Gain access to CRAFT procedures For information about accessing local

procedures, see Installing and Maintaining

Avaya 9601/9608/9608G/9611G/9621G/

9641G/9641GS IP Deskphones SIP.

14 Configure SIP settings For information about configuring the SIP

settings, see Installing and Maintaining

Avaya 9601/9608/9608G/9611G/9621G/

9641G/9641GS IP Deskphones SIP.

15 Configure the time server settings For information about configuring time

server settings, see Installing and

Maintaining Avaya 9601/9608/9608G/

9611G/9621G/9641G/9641GS IP

Deskphones SIP.

16 Set the Site-Specific Option Number

(SSON)

For information about setting SSON, see

Installing and Maintaining Avaya

9601/9608/9608G/9611G/9621G/9641G/

9641GS IP Deskphones SIP.

17 Administer the 96X1 SIP agent

deskphone options

For information about administering the

options, see Administering Avaya

Deskphone SIP for 9601/9608/9611G/

9621G/9641G.

Table continues…

Implementation checklist

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# Task Description

18 Administer the 96X1 SIP agent

deskphones for survivability

For information about system failover and

survivability, see Administering Avaya

Deskphone SIP for 9601/9608/9611G/

9621G/9641G.

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Chapter 3: Administering Communication

Manager

Before you begin

Communication Manager must connect with Session Manager in a non-IP Multimedia Subsystem

(IMS) signaling group for Call Center functionality.

Ensure that the field option in the IMS Enabled field on the SIP Signaling Group screen is n to

prevent Feature Invocation Failure when an agent logs in to the system.

Verify the field settings and values in the following fields on the System-Parameters Customer-

Options screen:

• ISDN-PRI

• IP Trunk

• Expert Agent Selection (EAS)

• Maximum Administered SIP Trunks

• Maximum Off-PBX Telephones-OPS

Ensure that the field option in the DID/Tie/ISDN/SIP Intercept Treatment field is attd and the

Trunk-to-Trunk Transfer field is restricted.

About this task

You can use SIP agents when you administer Communication Manager as an evolution server.

As an evolution server, Communication Manager uses the full-call model. In the full-call model, call

processing is a single step procedure, that is, Communication Manager processes the origination

and termination parts of the call without a break.

For information about IMS signaling flow and full-call model, see Implementing End-to-End SIP.

Procedure

1. Change the dialplan analysis.

2. Change the Feature Access Codes (FAC) for Automatic Alternate Routing (AAR) and

Automatic Route Selection (ARS).

3. Add a SIP domain in each network region, and administer an IP node name for the IP

address of the Session Manager Security Module.

4. Add a SIP signaling group for each Session Manager Security Module. For message

interchange between Communication Manager and the SIP server, select y in the Peer

Detection Enabled field on the Signaling Group screen.

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5. Add a trunk group of type SIP for call routing from Communication Manager to Session

Manager.

6. Administer the route pattern, and add the route pattern number as a proxy route.

7. Administer private numbering plan.

8. Administer the uniform dial plan.

9. Administer AAR and ARS.

10. Save translations.

Communication Manager templates

Communication Manager runs on System Platform as a virtualized version called a solution

template, which includes all the features supported by Communication Manager.

Avaya offers the following Communication Manager templates:

• Communication Manager Main or Core

- Duplex Communication Manager Main or Survivable Core

- Simplex Communication Manager Main or Survivable Core

- Embedded Communication Manager Main

• Communication Manager Survivable Remote

- Simplex Communication Manager Survivable Remote

- Embedded Survivable Remote

Note:

You must install System Platform on Avaya servers before installing the solution template.

For the simplex and duplex templates, use the following servers:

• Common server R2: Dell

™

PowerEdge

™

R620 and HP ProLiant DL360p G8

• Common server R3: Dell

™

PowerEdge

™

R630 and HP ProLiant DL360 G9

For the embedded templates, use the Avaya S8300E server.

Administration tips

Note:

For more information about SIP configuration and related administration, see Implementing

End-to-End SIP

• Use System Manager to administer Communication Manager features to ensure that

Communication Manager synchronizes translation files with the System Manager database.

Communication Manager templates

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• Ensure that the field option in the Expert Agent Selection (EAS) Enabled field on the

Feature-Related System Parameters screen is y.

• Administer the SIP Endpoint Managed Transfer field on the Feature-Related System

Parameters screen as n. You must select n to prevent unexpected events, such as

inaccurate reporting or loss of User-to-User Information (UUI).

• Communication Manager provides the SIP Agent functionality only with the Evolution Server

configuration and not with the Feature Server configuration. Therefore, you must administer

the

IMS Enabled field as n for all SIP signaling groups. If the field option is y,

Communication Manager sends a Feature Invocation Failure error message when

an agent attempts to log in to the system.

• Add a domain on each IP Network Region screen for all 96X1 SIP agent deskphones within a

network region. Ensure that the authoritative domain field on the IP Network Region screen

is equal to the SIP domain. If the domain entry is blank, SIP agent deskphones register with

Session Manager but do not display agent buttons, such as auto-in, manual-in, aux, or acw.

• SIP agent deskphones must have dedicated SIP trunk groups for:

- Call traffic with service providers and other Communication Manager servers.

- Call signaling with Session Manager.

Furthermore, Call Management System (CMS) or Avaya IQ must not measure Off-PBX

Station (OPS) SIP trunk groups that carry signaling data because signaling data is

inconsistent with the format of call traffic data. Sharing of SIP trunk groups and measuring of

signaling data can lead to loss of call traffic data and reporting errors.

To prevent data loss and reporting errors, Communication Manager does not send station

signaling-related messages to

CMS or Avaya IQ. Furthermore, if CMS or Avaya IQ measure

OPS SIP trunk groups, Communication Manager logs a SIP OPTIM TG Meas Error

denial event 5073.

Use private settings to ensure that SIP trunks for Off-PBX Telephone Integration and Mobility

(OPTIM) OPS signaling are from dedicated SIP trunk groups. To prevent agent extension

manipulation, administer the trunk group as

private and the number format on the route

pattern as unk-unk.

- Add SIP trunk numbers on the Private Numbering and the Public Unknown Numbering

screens.

- Do not add extra digits to station extensions and agent extensions on the Private

Numbering

or the Public Unknown Numbering screens. The extra digits can cause

Session Manager to send calls to Communication Manager for further processing without

terminating calls to SIP agent deskphones. If private unknown numbering modifies agent

extensions, agents can log out and then log in to the system. However, agents cannot use

feature buttons to change work modes.

- Ensure that Session Manager has two entities for Communication Manager: One for

inbound call traffic and the other for agent deskphone traffic. All SIP trunks must be on the

Processor Ethernet (PE) interface.

- Administer different listen port numbers for inbound trunks and SIP agent deskphone

signaling trunks. Ensure that each function has dedicated trunk groups. For more

information, see

Administering the Signaling Group screen.

- The Session Manager Profile configuration for SIP agent deskphones must point to the

Communication Manager entity that you define for OPS trunk (station) signaling in the

Administering Communication Manager

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Origination Application Sequence field and the Termination Application Sequence

field. For more information, see Administering the Signaling Group screen. Without this

administration, Session Manager cannot use relevant signaling trunks for call delivery to

SIP agent deskphones. This administration is important for a configuration where you use

the same

Communication Manager entity for all traffic, but now you want to separate the

entity into dedicated inbound call traffic and OPS signaling data.

- Administer sequenced applications for users based on whether the user is on the

originating or on the terminating side of a call. When you design the sequence for

applications that act on deskphones that

Communication Manager Evolution Server

controls, you must ensure that Communication Manager is the last application that you

define on the origination side of a call and the first application on the termination side of

the call. This sequence is critical because the evolution server uses the full-call model for

call processing, and all origination and termination feature processing occurs on the

origination side of the call.

For more information, see Implementing End-to-End SIP.

- For dedicated SIP trunk groups for deskphone signaling with Session Manager, administer

the Measured field on the Trunk Group screen as none. This administration prevents

CMS or Avaya IQ reporting issues, including loss of reporting.

• Use the phone number as the primary handle when you administer Session Manager. Do not

use alphabets.

• Ensure that the phone type on the Station screen is one of the 96X1SIPCC types, and assign

an agnt-login button on the Station screen for each SIP agent deskphone.

• The following are some guidelines for Secure Real-time Transport Protocol (SRTP):

Use the Transport Layer Security (TLS) protocol for signaling between Session Manager and

SIP agent deskphones and between Communication Manager and Session Manager.

Connection to Avaya Aura

Presence Services requires TLS.

However, if you must use Transmission Control Protocol (TCP), ensure that you add the

following parameters in the SIP settings file:

- Administer ENABLE_OOD_MSG_TLS_ONLY as 0. If you administer

ENABLE_OOD_MSG_TLS_ONLY as 1, third-party call control Computer Telephony

Integration (CTI) applications and Supervisor Assist do not work.

- Administer the configuration parameter ENABLE_PPM_SOURCED_SIPPROXYSRVR as

0. If the parameter is not 0, the proxy server information from Personal Profile Manager

(PPM) overwrites the information in the settings file.

For more information, see Implementing End-to-End SIP.

• Configure the Simple Network Time Protocol (SNTP) server for SIP agent deskphones

because

Communication Manager checks the time on the certificate to validate the

certificate.

• Administer media encryption parameters with the same cryptosuites on Communication

Manager and SIP agent deskphones. The default cryptosuite is aescm128–hmac80.

• Administer none on the IP Codec Set screen for no encryption. The default setting is 9 that

corresponds to the setting on the Communication Manager administration screen.

• Do not configure SIP agent deskphones with EC500 buttons because Communication

Manager

as an evolution server does not support EC500.

Administration tips

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 13

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Related links

Administering the Signaling Group screen on page 15

Configuring IP node names and addresses

About this task

If you do not configure IP node names, System Manager ignores the IP interfaces, which can

result in unsuccessful IP synchronization of Communication Manager.

Perform the following procedure for each Survivable Core server, Survivable Remote server, and

adjunct.

Procedure

1. At the command prompt, type change node-names ip. Press Enter.

2. In the Name field on the IP Node Names screen, type node names.

3. In the IP Address field, type the IP address.

4. Press Enter to save the changes.

Administering the IP Network Region screen

Procedure

1. At the command prompt, type change ip-network-region xxx, where xxx is the

number of the network region. Press Enter.

2. In the Authoritative Domain field, select SIP.

3. In the Allow SIP URI Conversion field, select y.

4. In the Intra-region IP-IP Direct Audio field, select y.

5. Administer the Real-time Transport Control Protocol (RTCP) monitor server parameters.

6. Press Enter to save the changes.

Administering Communication Manager

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 14

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Administering the Feature-Related System-Parameters

screen

Procedure

1. At the command prompt, type change system-parameters features and press

Enter.

2. In the Expert Agent Selection (EAS) Enabled field, select y.

3. In the SIP Endpoint Managed Transfer field on the Feature-Related System-Parameters

screen, select n.

4. Administer the other fields that are relevant to the configuration in your organization.

5. Press Enter to save the changes.

Administering Call Center Elite features

The following are the primary screens for administering the Call Center Elite features:

• System-Parameters Customer-Options

• Feature-Related System Parameters

For information about administering all Call Center Elite features, see Administering Avaya Aura

Call Center Elite.

Administering the Signaling Group screen

Procedure

1. In the Group Type field, select SIP.

2. In the IMS Enabled field, select n.

3. In the Transport Method field, select tls.

4. Administer Near-end Listen Port and Far-end Listen Port. You must administer separate

SIP entities on Session Manager that map to different signaling groups in Communication

Manager to configure dedicated trunking for inbound trunks and for OPS station signaling

trunks. Session Manager must have two entities for Communication Manager: One for

inbound traffic and the other for agent phone traffic. For example, use the following settings

for the Transport Layer Security (TLS) protocol.

Administering the Feature-Related System-Parameters screen

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 15

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Communication Manager side settings Session Manager side settings

Station signaling SIP entities

Signaling-group 1: Set Near-end Listen Port to

5062 and Far-end Listen Port to 5062

CM1OPS, CMTRNK1, and SM1. Both the

CM1xx entities must point to the same

Communication Manager Fully Qualified

Domain Name (FQDN)

Inbound trunk signaling Entity links

Signaling-group 2: Set Near-end Listen Port to

5061 and Far-end Listen Port to 5061

• Entity Link 1: SM1 port 5062 to CM1OPS port

5062

• Entity Link 2: SM1 port 5061 to CM1TRNK

port 5061

For TCP, use port 5060 instead of 5061.

Note:

With the sample configuration, signaling-group 1 and entity link 1 are logically paired-

up to handle SIP OPS station signaling, and signaling-group 2 and entity link 2 are

logically paired-up to handle inbound call signaling. However, you must administer

appropriate routing in

Session Manager, as well as in Communication Manager, to

ensure that the appropriate traffic is routed over the appropriate signaling facilities. You

can add additional signaling groups on

Communication Manager by using the same

entity links defined in Session Manager, as indicated in the table, as more OPS

signaling trunks and more inbound signaling trunks might be required in

Communication Manager to handle the required call traffic load and the required

number of SIP agent deskphones.

5. In the DTMF over IP field, select rtp-payload.

6. In the Session Establishment Timer field, enter 3, which is the recommended time period

for call center use.

7. In the Far-end Network Region field, assign a number from 1 to 250 that represents the

region of Session Manager.

8. In the Far-end Domain field, assign the IP address of the SIP domain.

9. In the Initial IP-IP Direct Media field, select n. This field option is necessary to prevent

unexpected interactions with the Call Center Elite features as some features depend on

the media that

Communication Manager handles during the first few seconds.

10. In the Direct IP-IP Audio Connections field, select y.

Administering the Trunk Group screen

The following procedure and settings refer to the trunk groups that are used only for SIP signaling

to the SIP agent deskphones. For more information, see Administration tips on page 11.

Administering Communication Manager

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 16

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Procedure

1. In the Group Type field, select SIP.

2. In the Signaling Group field, assign the number of the signaling group defined on the

Signaling Group screen.

3. In the Number of Members field, assign the number of 96X1 SIP phones that the trunk

must support.

Communication Manager automatically assigns the IP port numbers.

4. In the Redirect on OPTIM Failure (ROOF) field, enter 5000 (5 seconds).

5. In the Preferred Minimum Session Refresh Interval (sec) field, assign a value from 90

to 64800. The default setting is 600. To prevent spikes in the processor occupancy, assign

a value that is greater than the sum of the average call handling time and the average call

queuing time. For example, if the average call queuing time is 3 minutes and the average

call handling time is 10 minutes, assign a field value that is greater than 780 seconds.

Note:

Although Communication Manager uses the configured value for outbound calls when

the traffic is relatively low, during peak traffic conditions

Communication Manager

increases the session refresh interval value dynamically for protection against the

processor occupancy spikes.

If the service provider network for SIP uses a session refresh interval value that is

higher than the configured value for Preferred Minimum Session Refresh Interval

but relatively low compared to the amount of SIP traffic that Communication Manager

currently handles, Communication Manager rejects the calls with a 4xx response and

includes the suggested session refresh interval value for call attempt. Therefore, large

call centers must ensure that the service provider network uses a session refresh

interval value that is greater than 1800 seconds within the INVITE message to ensure

that

Communication Manager accepts calls in the first attempt, regardless of the SIP

call traffic load that Communication Manager might be handling.

6. In the Measured field, select none for the signaling trunks to Session Manager.

7. In the Numbering Format field, select private, which is the default for SIP.

8. In the Show ANSWERED BY on Display field, select y.

9. In the Support Request History field on the Protocol Variations page, select y. If the field

setting is n, the SIP agent deskphone displays do not function correctly.

Administering call routing

Procedure

1. On the Locations screen, assign a proxy selection route pattern for locations that use

Session Manager.

Administering call routing

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 17

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2. On the IP Network Map screen, assign a calling party number for relaying to Public Safety

Answering Points (PSAPs) for 911 calls. Define the From and To IP addresses on the IP

Address Mapping screen to relay the correct emergency number.

3. On the Incoming Call Handling Treatment screen, define call handling for Session Manager

trunk groups.

Administering the Numbering-Private Format screen

Private numbering plans ensure unique numbers for call routing. To administer the numbering

plan, use the change private-numbering x command, where x is the extension length.

Administering the Station screen

Procedure

1. At the command prompt, type change station xxx, where xxx is the extension

number. Press Enter.

2. In the Type field on the Station screen, select a 96X1SIPCC station type, that is,

9608SIPCC, 9611SIPCC, 9621SIPCC, or 9641SIPCC.

3. Assign a coverage path for each 96X1 SIP agent deskphone.

4. Administer the auto-answer field on the Station or Agent LoginID screen.

Note:

The field option on the Agent LoginID screen overrides the option on the Station

screen.

5. In the Restrict Last Appearance field, select y.

6. Assign an agnt-login button along with agent work buttons and feature buttons, such as

sip-sobsrv.

7. Administer the SIP feature options on page 6 of the Station screen. If you use an

Application Enablement Services (AES)-based application to control the agent deskphone,

administer the Type of 3PCC Enabled field as Avaya. AES-based applications do not

work if you do not administer this field.

8. Press Enter to save the changes.

Administering Communication Manager

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 18

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Administering the Off-PBX-Telephone Station-Mapping

screen

About this task

The following procedure is optional. Administer the screen to change the default values.

Procedure

1. At the command prompt, type change off-pbx-telephone station-mapping xxx,

where xxx is the extension number. Press Enter.

2. In the Application field, select OPS.

3. In the Mapping Mode field, select both.

4. In the Calls Allowed field, select all.

5. In the Bridged Calls field, select none.

6. Press Enter to save the changes.

Synchronizing Communication Manager and System

Manager data

Procedure

1. Click Elements > Inventory > Synchronization > Communication System.

2. On the Synchronize CM Data and Configure Options screen, expand the Synchronize CM

Data/Launch Element Cut Through table and the click the check box of the desired

Communication Manager Evolution Server.

3. Select Save Translations for selected devices and click Now to start the

synchronization.

4. Refresh the Web page, and verify that the Sync Status column of the desired

Communication Manager Evolution Server shows Completed.

Adding users and stations

About this task

For each SIP user that you define in Session Manager, you must add a corresponding station in

Communication Manager. After administering a user, perform the following steps to automatically

generate a corresponding SIP station.

Administering the Off-PBX-Telephone Station-Mapping screen

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 19

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Procedure

1. Click Elements > Inventory > Synchronization > Communication System.

2. On the Synchronize CM Data and Configure Options screen, click Launch Element Cut

Through.

If you log on to System Manager as an administrator, you do not require separate login

credentials to gain access to the Element Cut Through screen. If you are a custom user,

you must have the login credentials to gain access to the Element Cut Through screen.

3. On the Element Cut Through screen, enter the add station command.

Note:

If you administer stations directly on Communication Manager, you must administer a

user communication profile for each extension.

Administering Communication Manager

June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 20

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Avaya 96x1 Series Using Instructions

Avaya 96x1 Series Using Instructions

Avaya 96x1 Series Using Instructions

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